Customer Care Training
By phone, email, chat, social media and face-to-face, your customer care professionals must act with diplomacy, tact, and authority.
We can help you fill your customer care skill gaps with some fresh content highly customized to overcome the challenges your front line really faces.
Or, we can collaborate to create an elevated culture of service using one of our training and development frameworks.
Customer Care Skill Gaps
“The 3 C’s” Framework
What is a Framework?
Caras Training strips out the canned, foolish phrases and relics from ancient customer service beliefs.
We can help clients create a set of clearly defined standards for diplomatic and tactful professional interactions.
“Connect”
With the people who mean business to you in your real world situations (face-to-face, phone, email, live chat, social media).
“Consult”
To understand, follow your procedures to resolve and explain next steps.
“Complete”
To ensure accuracy, meet reporting needs and thank sincerely.
Please contact us to discuss the current state of your customer experience program and see if we can help you reach new heights of quality.
“Business Writing: The Non-Boring, No-Snoring Version” Framework
What is a Framework?
Cold as ice or missing the point. That’s the image of business writing in many companies today. Email, live chat and social media responses should reflect the brand voice that marketing worked so hard to create, but they don’t.
Writers have forgotten the basic rules of grammar so their work confounds or inflames customers, prospects and colleagues. Time is wasted, feelings are hurt, and sales are lost.
If you are considering some business writing training for your team, please let us help you. We have very engaging content for memorable learning experiences that get results.
Team Meetings for Training Reinforcement
Skill development begins with a learning event, but it doesn’t end there. Knowledge grows and is sustained through repetition. Caras Training designs, develops and delivers activities that reinforce and re-teach. This protects your investment in people and in training.
Please feel free to take a look at these samples:
Training Delivery Options
Practice-filled custom training for on-site + work-at-home staff of all ages
Classroom Workshops
Virtual Workshops
Self-Paced Learning
Trainer Training
4 Phases of Training Development
Observe & Recommend
We Get To Know You, Then Share Our Expertise
Sample Back Title
Due diligence to understand your culture and challenges ensures on-point training.
Real world case studies from your front line help us customize our content for your brand, customers, and prospects.
Written action plan includes training content, performance standards and strategy for measuring results.
Develop & Deliver
We Design Your Training Content and Make Sure It's Perfect
Instructor Led
Custom-Developed Instructor Led Classroom Workshops [ILT], Virtual Training [VILT], Webinars and eLearning created by Caras Master Trainers and taught directly to your staff or to your trainers.
Custom branding, themes, messaging, presentations, sample audio calls + emails, learner materials, posters + job aids bring training to life. License to reproduce and trainer training are optional.
Implementation
We Make Training Stick
Sample Back Title
Implementation programs can include quizzes, games and self-paced review activities designed to reinforce new skills as needed or on a pre-planned schedule.
Coach training + tools can include observation forms and a series of 20-minute team meetings.
Sustain & Measure
We Help Prove Your Business Case
Quality Monitoring
Quality Monitoring of calls, emails and live chat interactions by The Caras Team of Experts or your SMEs.
Survey development and reporting.
Certification programs ensure adoption of new standards.
Add-on recommendations.